Hi I am trying to write a GenericAgent script that will automatically close tickets that havnt had any action for 7 days (for specific queues) Based on a previous post (below) I am trying to use the Pending Time function. (the pending time global is the default 24hrs) So I run my script that sets the tickets to 'Pending Auto Close+', but when I do this via GenericAgent it seems like the timer function does not get triggered. If I look at a ticket that was just updated, its state is Pending...as expected, but there is no timer counting down. but if I manually gui and add 'a note' with new state as pending, then the countdown timer appears on the ticket status. What is wrong with the method I am using to set Pending state? Is there a keyword that I can use to initialize the pending countdown timer? Alternatively, how can I check that tickets in this queue have not had any action for 7 days, because if they havnt then I can close them. (they could be 57 days old and still active, so CreationTime is not suitable) thanks -- # -- # [name of job] -> Autoclose 7 day old tickets # -- # get all tickets with these properties Queues => ['Q1', 'Q2'], States => ['new', 'open'], New => { State => 'pending auto close+', Note => { From => 'AutoCloser', Subject => 'Changing the state to pending auto', Body => 'State changed to pending auto close+ by GenericAgent. this will be closed in 1week.', }, }, }, # -- # [name of job] -> PURGE # -- 'close all week old tickets' => { # get all tickets with these properties Queues => ['Q1', 'Q2'], State => 'pending auto close+', TicketPendingTimeOlderMinutes => 8640, # use just the options which should be changed!) New => { State => 'closed successful', }, }, -- Previous posts referred to: http://lists.otrs.org/pipermail/otrs/2009-August/027805.html http://lists.otrs.org/pipermail/otrs/2009-September/028155.html